UK Challenger Bank Deploys Copilot Studio Agent to Handle 70% of Customer Enquiries
A UK challenger bank deployed a Copilot Studio AI agent across web, app, and Teams channels, deflecting 70% of customer enquiries and reclaiming 22,000 annual contact centre hours.
The Challenge
The bank's contact centre was handling 18,000 monthly customer enquiries, 73% of which were classified as routine (balance queries, transaction disputes, rate questions, account changes). Average handle time was 7.5 minutes, first-contact resolution was 64%, and the bank was facing CSAT scores of 3.1/5 due to long wait times and agent inconsistency.
Our Solution
We designed and deployed a Copilot Studio AI agent integrated with the bank's core banking API via custom connectors, enabling real account data retrieval within the conversation. The agent handles balance enquiries, transaction searches, dispute initiation, product information, rate queries, and account change requests, with seamless handover to human agents for complex cases. Deployed across web chat, the mobile app, and Microsoft Teams for internal staff queries. Azure AI Foundry underpins the generative answer capability against the bank's knowledge base.
Key Outcomes
70%
Query Deflection
Routine enquiries resolved without human agent intervention
22,000 saved
Contact Centre Hours
Annual agent hours reclaimed and redeployed to complex cases
3.1 → 4.4
CSAT Score
Customer satisfaction improvement within 90 days of launch
64% → 89%
First-Contact Resolution
Agent consistency eliminates repeat contacts
Technologies Used
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